Manager, Assistant Wine Club - Booker at Constellation Brands in Paso Robles, California

Job Description:

Job Description

Position Summary

We are looking to bring aboard a Concierge, reporting into the Wine Club Manager on the Direct-to-Consumer (DTC) Consumer Loyalty team. This role will support the Aspira portfolio of Brands at Constellation Wines - including but not limited to The Prisoner Wine Company, Robert Mondavi Winery, and more. 

You will deliver best-in-class concierge service to the wineries current wine club members and high value clients and help to bring in new wine club members. You will ensure that our members and high value clients feel like they are part of our community and becomes lifelong brand evangelists. You will be working with current and prospective members to ensure all questions are answered and that value is provided to them on all communication channels (email, chat, phone and in-person).  Even when the questions are simple and easily referred to our client care or hospitality teams, you will see to it that these members and clients have their issue or request fully resolved.  You will see every interaction with our clients as an opportunity to bring them deeper into our brands and allow them to try additional products and experiences.  You will instinctively find opportunities for customers to gift, plan events, and otherwise invite their personal and corporate networks into the winery.  

You will be on the front lines of all communication channels, from our digital customer service platforms and phone lines to the brand social media channels.  You will foster this community and ensure our clients receive the best service possible.

Responsibilities

• Work to build consumer loyalty and wine club membership through proactive engagement




• Utilize consumer data to strategize and create value added initiatives with DTC team.




• Partner with Client Care team to answer any escalated client questions needing deeper attention and time.




• At times, work on the floor of the Tasting Room to build relationship with prospective and current wine club members.




• Hosts Wine Club Virtual and In Person tastings as required by the business. 




• Be the main contact for high-value clients working to grow relationship with winery and inform clients of other brands in portfolio that may be of interest.




• Inform clients, when applicable, about corporate gifting programs, corporate event opportunities, and additional winery benefits and offerings.




• Partner with the DTC and Brand Marketing teams, to strategize the consumer journey to inform everything from client care website info, to a highly customized and high-end unboxing experiences.




• Own follow up for all member and high value client service communication across owned channels, including website client service platforms (Gorgias), email, and phone.




• Provide “surprise & delight” experiences for our client base, from hand-written highly personalized thank you notes, to special bottle offerings, to greeting members at the door and walking them to their favorite table. 




• Identify tasteful, gracious, value-added upsell opportunities at a 1-to-1 consumer level, supporting the DTC Marketing & Operations teams top-line growth focused objectives.




• Collaborate and correspond closely with all other DTC team functions, to share bottom-up customer feedback that helps refine and inform the entire DTC experience.




• Partner with the DTC Marketing & Operations teams to ensure that Client Experience oriented KPIs, such as NPS, are maintained and exceeded.




• Mitigate and respond to all client service feedback, taking what could be a negative sentiment, and using it as an opportunity to instead convert a lifelong client.




• Cross-functionally support the DTC Marketing team on Creative campaigns and digital events that tell the story that our Fine Wine portfolio.




• Manage and book inquires for Guest House.




• Coordinate participating auction lots.

Minimum Qualifications

• 5 years of relevant experience in customer service and/or luxury/fine wine & spirits




• Proven ability to work cross-functionally within large teams to ensure projects are accomplished on time




• Napa & Sonoma based or willing to drive to Napa frequently required

Preferred Qualifications

• Highly educated in fine wine & production. WSET, CMS, or CWS certifications are a big plus.




• Proficiency in client care-oriented channels, including but not limited to email, chat, and phone. Familiarity with CX platforms such as Gorgias, Zendesk and Aircall a bonus.

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Equal Opportunity

Constellation Brands is committed to a continuing program of equal employment opportunity. All persons have equal employment opportunities with Constellation Brands, regardless of their sex, race, color, age, religion, creed, sexual orientation, national origin or citizenship, ancestry, physical or mental disability, medical condition (cancer or genetic characteristics), marital status, gender (including gender identity or gender expression), familial status, military or veteran status, genetic information, pregnancy, childbirth, breastfeeding, or related conditions (or any other group or category within the framework of the applicable discrimination laws and regulations).